Exception Email Notification Sent to User But No Exceptions Transaction Appears in Web Client when they log on

Exception Email Notification Sent to User But No Exceptions Transaction Appears in Web Client when they log on

Problem:

Exception Email Notification Sent to User But No Exceptions Transaction Appears in Web Client when they log on

Solution:

This situation can happen if a User creates an exception on a specific telephone extension and now someone else is assigned that extension or if the extension was not assigned to a user when the exception was originally created but now the user is assigned the extension.

The exception notifications go out based off the extension number but the Web Editor is based off the user's network name. If the exception is not assigned to the correct user or no user when the exception is created and then the extension is assigned to new user. When the new user logs in he/she will not see the exception.

Best way to track down the exception, is to log into the Web Editor as a global proxy and create a filter for that extension. Open the telephone exceptions tab and execute the filter you just created. You should see the exception and be able to edit it. You can add/correct the userid in the exception and that way the user will see the exception the next time they log into the Web Editor or you can make the correction (Client/Matter/User) for the user and save the change, this will remove the transaction from the exceptions and the user will not recieve notification for this exception any longer.